EMPLOYEE HANDBOOK

Policy and Procedure: Staff-Patient Interaction Procedure Number: S-10

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1

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Effective Date:

5/29/1991

Revised:

1/2/2024

Last Reviewed: 1/2/2024 ___________________________________________________________________________ Policy: It is the policy of the University Eye Center to treat all patients with respect, dignity, courtesy, and to assure that patients' rights are protected. Procedure: Certain rules of behavior have been designed to support the policy: 1. Be prompt to work. Students and clinical faculty are to report to their assigned Service promptly in order to see patients at scheduled times. Support staff are to report to their assigned areas at the hours assigned to ensure that patients are processed in a timely manner. 2. Abide by the University Eye Center dress code and present a professional appearance. 3. Always wear and visibly display your University Eye Center SUNY College of Optometry ID badge and display your nameplate on the counter immediately in front of you. 4. Refrain from personal calls, use of cell phones and/or texting while on duty. Do not use the computer for non-work related reasons. The attention of staff should always be on our patients and your work. 5. Create a warm welcome. Implement the Hospitality Rule: 10 feet away make eye contact and smile. 5 feet away say hello and let the patient hear a smile in your voice. Treat them like a guest. Introduce yourself to them. 6. Always acknowledge and listen to the patient. Treat all patients with respect, dignity, courtesy, and continuously keep them informed. 7. Provide patients with service excellence demonstrated through genuine, cheerful patient centered service. 8. In the clinic setting, acknowledge the patient as they enter the room. Do not wait until they are at your desk area. 9. Speak English at all times unless speaking with the patient in their own language. 10.Avoid conversations with other parties that might unduly alarm patients.

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